Service Advisor

Sutphen Corporation is the oldest continuously family-owned and operated fire truck manufacturer in the United States of America.With a mission to build the safest, most reliable fire trucks in the world, Sutphen has manufactured emergency fire apparatus for fire departments all over the country for more than 135 years.

Sutphen is seeking a service advisor to support our service department in Urbana, Ohio.

in this role you will serve as the primary customer liaison in the Service Department. This individual is the initial point of contact for customers; assesses needs, quote repairs, order parts, work with Lead Technician to schedule repairs - all while ensuring strong customer communication and smooth service delivery through job completion. Also responsible for creating and managing all changes orders for the Stock program.

Qualifications

Essential Tasks

• Takes phone calls/emails from customers and listen carefully to their vehicle issues.
• Create detailed quotes reflecting customers’ concerns and technician feedback.
• Calculate and present labor, parts and material quotes, obtaining customer approval before work begins.
• Liaise between lead technician and customers; relay updates, changes to timeline or estimated cost.
• Coordinate with insurance adjusters to validate coverage, submit estimates, and secure repair authorizations.
• Monitor job progress and proactively address delays or issues.
• Order and track parts required for each job.
• Handles change orders from start to finish – including preparing accurate quotes for pricing and builds estimates based on wanted/recommended changes, work with purchasing on ordering parts, collaborate with Lead Technician on ensure efficient and high-quality output.
• Conduct follow-up calls/emails to ensure customer satisfaction and collect feedback.
• Provide excellent customer service to all customers.
• Attends training as prescribed by management to maintain proficiency in his/her job description.
• Accountable to deadlines.
• Support a positive work atmosphere through professional and effective communication with co-workers, customers, business partners and management.
• Act and make decisions with Sutphen’s Core Values top of mind (Innovation, Integrity, Teamwork, Respect, Quality and Accountability).
• Other projects or duties as needed.

Education, Skills, and Abilities

• High School Diploma
• Minimum of 3–5 years of experience in service writing, customer service and/or sales
• Experience in the industry relevant to the company (e.g., fire service, automotive, equipment repair) preferred.
• Strong organizational and time management skills
• Excellent communication skills, both written and verbal, to effectively collaborate with teams and external partners.
• Strong analytical and problem-solving abilities.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office and Excel.
• Ability to work in a fast-paced environment and handle multiple priorities.

Physical Requirements

• Ability to regularly stand, sit, and walk for extended periods of time.
• Occasionally kneel or crouch, reach with hands and arms; climb stairs, balance, talk and hear sounds.
• May occasionally lift up to 25 pounds.
• Dexterity in both hands while operating computer/keyboard and to grasp and move.
• The employee is regularly required to be able to handle multiple projects simultaneously.